It’s All in the Cards

Back in the Boy Scouts, my troop-mates and I memorized statements designed to make us better young men. The Boy Scout motto was, “Be Prepared”. The Scout slogan: “Do a Good Turn Daily” (help others). The Scout oath – several sentences stated with a raised right hand (fingers forming the Scout sign) – included obedience to the twelve points of the Scout law. Recently I’ve been thinking about Point #2 of the Scout law, Loyalty; showing care for family, friends, and country.  But what about care for merchants?

Customer loyalty programs – those structured marketing ploys designed to tempt continued shopping at particular businesses – are standard retail procedure these days.  The use of plastic and punch cards, account numbers, or scanned apps is as common as pulling out your Visa.  I get suspicious when a merchant doesn’t have a loyalty program.  It’s all about the points, and the allure of discounts or freebies through accumulated spending.

American Airlines, credited with starting the first full-scale customer loyalty program in modern times (1981), had no idea its “frequent fliers” would become the trendsetters for countless programs to follow.  But the drive for customer loyalty started way before AA.  Anyone who remembers pasting S&H Green Stamps into collection books, clipping Betty Crocker coupons straight from the product box, fishing prizes from Cracker Jack caramel corn, or joining the Columbia House Record Club (“8 CD’s for a penny!”) has dipped their toe into the customer loyalty pool before.

I took a quick inventory of my own customer loyalty and the numbers surprised me.  I carry eight cards in my car.  I have another eleven apps on my phone and another ten on-line accounts.  That’s 29 unique programs, and over 30 if I include the couple of credit cards where my swipes eventually equal cash back.  For someone who rarely shops on impulse, that’s more attention to spending than I’d care to admit.

If I did a little spring cleaning, I’d likely reduce my loyalty programs by one-third.  Many sit gathering dust because I haven’t used the merchant or service in years.  Others accumulate points at a snail’s pace.  Fill my inbox with special sales alerts or saturate my voice mails with pleas to “buy now!”; it won’t matter.  I purchase on my own terms.

Here are two recent loyalty experiences; the reasons I chose this topic today.  Last September we took a weekend trip to Aspen, settling for a Westin hotel in nearby Snowmass (Aspen is over-the-top expensive to us commoners).  When I went to Westin’s website for the booking, I discovered their loyalty program (Starwood) was merging with Marriott Rewards (now Marriott Bonvoy).  Hallelujah – my Aspen getaway gets me points! But not so fast.  Logging into Marriott Rewards, the home page alerted me to the fact the program merge was still in progress, and a Westin stay might not result in Marriott points.  Long story short, I called the hotel, spoke to the front desk, and had them book the reservation for me instead.  Yep, you can still do it the old-fashioned way.  And you still get points.

My other recent loyalty experience involved Nicholas Mosse Pottery (Kilkenny, Ireland).  Mosse makes beautiful handmade plates and bowls and the like, and we’ve been collecting a few pieces at a time since visiting Ireland a few years ago.  Points for me (ha) for joining the Mosse loyalty program from the get-go.  Just this week they alerted me me to my quietly-amassed rewards.  I then purchased a $70 plate for virtually nothing.

My Mosse experience is the perfect example of my casual approach to customer loyalty.  I don’t keep track of points until they equate to something significant.  Sure, I favor certain products and services, but I’d still favor Marriott or Starbucks or Costco without their loyalty programs.  For someone who tracks every penny, there’s something very satisfying in the surprise of unexpected discounts.  That’s how it works best for me.

Here’s my advice.  Don’t let customer loyalty programs drive your spending habits.  If you do, the merchant “wins”, because you’re likely spending more along the way than whatever discount or freebie you end up getting.  Loyalty = showing care; yes, but with retail that should only mean preferring one store over another.  Despite what they’d have you believe, it’s not all in the cards.

Some content sourced from Wikipedia, “the free encyclopedia”, and from the Wall Street Journal article, “Inside the Marriott-Starwood Loyalty Program Turbulence”.

About Dave

Clearly I have something to say. This blog was born of a desire to elevate our speech, using the more eloquent words of past generations. The stories I share are life itself, and each comes with a bonus: a sometimes-forgotten word I hope you’ll go on to use more often. Read "Flying in the Face of Reason" to unearth a few mysteries linked to Denver International Airport. Read "Color of Courage" to better appreciate recipients of the Purple Heart. On the lighter side, read "Sugar Cured" to discover a creative fix for headaches. As Walt Whitman said, “That the powerful play goes on, and you may contribute a verse.” Here then, my verse. Welcome to "Life In A Word".
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4 Responses to It’s All in the Cards

  1. The only loyalty card I consistently use is Shoppers Drug Mart – I get at least three free shops of $170 each, or over $500 per year, just for raking up points buying the normal stuff like toilet paper, shampoo and laundry detergent etc. They are Canada’s largest chain (1600 stores) – comparable to CVS in the US.
    I often can’t be bothered to dig cards out of my purse for the other purchases, including Air Miles. It seems you have to spend so much to get anything out of it, except $10 off once in awhile. And those coffee shop cards, buy 7 get one free, are just annoying. You make a good point – just use the ones where you would shop anyway.

    Liked by 1 person

    • Dave says:

      I agree with everything you say (our grocery loyalty card gets us a lot of discount gasoline). The one exception to my “natural” spending habits is Starbucks. Their drive-thru’s and phone app make the purchase process entirely too easy. I know this because the “get-one-free” alert pops up all too often. “Use the ones where you would shop anyway” – amen to that!

      Liked by 1 person

  2. Great topic! Glad you got your points for the hotel AND I didn’t know about Nicholas Mosse, they have reallly pretty patterns for their tableware.

    Liked by 1 person

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